Online power tool retailer uses LivePerson’s Analytics Driven Engagement service to optimize LP Chat program
公司规模
Mid-size Company
地区
- Europe
国家
- United Kingdom
产品
- LivePerson’s Analytics Driven Engagement
- LP Chat for Small Business
技术栈
- Google Analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Revenue Growth
- Customer Satisfaction
技术
- 平台即服务 (PaaS) - 连接平台
适用行业
- 零售
适用功能
- 销售与市场营销
用例
- 对话机器人
服务
- 数据科学服务
关于客户
TOOLSTOP is one of the United Kingdom’s largest independent commercial retailers and distributors of professional hand and power tools, access and storage equipment, personal protective wear, and related products. The company has been in operation for 44 years and has grown to become a leading specialist supplier to the building and construction trade, professional tradesmen, and DIY enthusiasts. TOOLSTOP operates from two warehouses with a combined area of 82,000 square feet. The company also runs an online retail store aimed at serving professional tradespeople who need quality, high-end power and hand tools delivered quickly, on time, and at competitive prices.
挑战
TOOLSTOP, a UK-based online retailer of professional hand and power tools, was looking to enhance its customers' online shopping experiences. While the company had various channels for customer engagement, including email, Facebook, and a blog, it recognized the potential of real-time interaction with product experts to address customer queries about pricing, shipping, and technical details. TOOLSTOP had already implemented LivePerson’s LP Chat for Small Business solution on its website, which significantly increased sales conversions. However, the company wanted to further optimize their chat initiative without a significant investment in time and resources.
解决方案
TOOLSTOP decided to integrate LivePerson’s Analytics Driven Engagement (ADE) service with their existing chat program. ADE collects and analyzes data from Google Analytics to intelligently create rules controlling proactive chat invitations. The service was deployed quickly and began analyzing TOOLSTOP’s website within minutes, assigning scores to each webpage and determining the optimal timing for chat engagement on each page. ADE found that customers were most likely to benefit from proactive chat assistance when browsing specific product pages. As a result, TOOLSTOP representatives could automatically target customers browsing high-value items and preemptively assist with the product selection process, address technical questions, and secure the most competitive pricing possible. The agents also gained insight at the start of the chat into which make and model the customer was browsing, enabling more effective cross-selling and up-selling.
运营影响
数量效益
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